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Salesforce is seeking a Senior Manager for Technical Support Engineering to lead the Signature Support team in Japan. This role manages a high-performing technical support team responsible for delivering premium support services to large enterprise customers. You will oversee team operations, manage customer escalations, optimize service delivery, and drive business growth for paid support services.
Key responsibilities include: leading and developing a team of technical support engineers handling complex, high-priority customer issues; managing customer inquiries and expectations; optimizing team operations and service delivery; conducting regular 1-on-1s and performance evaluations; collaborating across development, operations, and business teams; creating and presenting service documentation to customers; planning team expansion as the business grows; and responding to critical escalations with strong ownership.
You will work in a fast-paced, customer-centric environment requiring both strong management capabilities and hands-on technical expertise. The role demands deep understanding of Salesforce CRM, Lightning Platform, and related technologies, with the ability to explain technical concepts to customers and guide complex problem resolution.
Required qualifications: strong customer satisfaction orientation; excellent communication skills in English (written and verbal); proven ability to solve problems systematically across organizational boundaries; high adaptability and quick learning; numerical analysis and data management skills; ability to create and manage customer-facing service documentation; deep technical knowledge in web technologies (HTML, CSS, JavaScript, APIs), server-side technologies (SQL, Java, databases), or Salesforce-specific areas; practical experience with database management, large-scale data processing, API programming, or Salesforce development/operations.
Preferred experience includes 2+ years managing engineering teams; 2+ years of Salesforce CRM or Lightning Platform technical support or development experience; Salesforce certifications (Administrator, Platform Developer, Marketing Cloud); and strong conversational English skills.
